Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

Spearline

FEBRUARY 8, 2022

Competitors in every business sector are striving for Customer experience (CX) excellence which will drive growth. Gartner estimate that more than 90% of customer conversations happen on the phone. With many millions of customer conversations happening each and every day, voice traffic is very much “big data”.

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

Balto

SEPTEMBER 12, 2023

As customers seek seamless and personalized interactions with their financial institutions, the financial services industry is facing new challenges accompanied by opportunities for improvement, particularly in CX (Customer Experience). A great customer experience goes hand in hand with customer loyalty.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Spearline

JUNE 13, 2019

Competitors in every business sector are striving for Customer experience (CX) excellence which will drive growth. Gartner estimate that more than 90% of customer conversations happen on the phone, therefore telephone conversation is a huge area for CX management. to derive emotional indicators from the conversation, and more.

Analytics 40

Analytics Telecommunications Big data Customer emotions 40